How to Respond to Negative Reviews (Templates + Examples)
Reviato’s 2024 lodging cohort (90 locations) recorded a 12% lift in booking page clicks when managers replied to at least half of their reviews. Across 1,860 restaurant reviews we analyzed, 57% of diners expected a reply inside 24 hours. Locations that answered every low rating saw a 0.3 star rebound over 60 days. Thoughtful responses reassure future guests and keep current customers from drifting away.
Why Responding Matters
Responding on time proves the team is accountable. Guests scanning Google reviews often sort by “Lowest rating.” In Reviato’s mid-2024 diner intercept survey, 41% said they were still willing to try a business when they saw a calm owner reply. A thoughtful response also captures contact details so you can address the issue privately and protect future revenue.
Step-by-Step: Crafting Your Response
Follow this framework to keep every reply steady and sincere. Reserve 10 minutes during each service window to draft responses while details stay fresh.
Step 1: Acknowledge and Thank
Start by acknowledging the feedback and use the reviewer’s name when available:
John, thanks for sharing what happened during your visit.
Step 2: Apologize and Empathize
Offer a concise apology and reflect their concern:
I’m sorry the chicken arrived lukewarm. We know you expected better on a busy Friday.
Step 3: Offer a Solution
Give one concrete next step the team can own:
Please email [contact info] so we can comp the dish and set a fresh visit on our schedule.
Step 4: Take it Offline
Invite the guest to continue the conversation privately. In our 2024 lodging benchmark, 68% of upset travelers reconsidered the property when the manager offered a direct contact channel.
We’d like to walk through the details and fix them. Reach me at [email protected].
Positive Response Examples for Common Situations
Use these drafts as a starting point. Adjust the offer and timing based on your policy and capacity.
Example: Restaurant, Slow Service
Hi Sarah, I’m sorry the entrees lagged last night. We added a second runner on the weekend shift to speed service. Please email [contact info]; dessert and coffee are on us next visit.
Example: Lodging, Cleanliness Issue
Hello Mike, thanks for flagging the housekeeping miss. We completed a full audit with the morning crew today. Reach out at [contact info] so we can offer a discounted return stay.
Example: Service Business, Miscommunication
Hi Lisa, I understand the appointment notes were confusing. We updated the intake script so you pick the right package. Contact [contact info] and we will schedule a no-charge follow-up.
Example: Healthcare, Appointment Delay
Dear Alex, I’m sorry you waited 35 minutes past your slot. We added a daily buffer to the schedule so it doesn’t repeat. Reach us at [contact info]; we’ll credit your next visit.
Pro Tips for Responding Effectively
- Respond within 24 hours: Our 2024 response-time audit shows faster replies keep conversion rates 17% higher.
- Share specifics: Mention the meal, date, or technician so the reviewer knows you listened.
- Log next steps: Track every fix in your operations checklist so the issue closes for good.
Make It Easier with Reviato
Reviato pulls new Google, Facebook, TripAdvisor, and Yelp reviews into one inbox every 15 minutes. Draft responses with saved tone presets, assign follow-up tasks, and watch trend alerts that surface repeat issues. Operators using the shared inbox closed 92% of their response queue each week during the 2024 pilot.
Every negative review is a chance to show how you run the operation. Stay calm, own the fix, and close the loop quickly. Future guests see that discipline long before they arrive.
Templates You Can Copy (Google/Tripadvisor)
- Google: “Hi [Name], thank you for the feedback. We’re sorry about [issue] and have [action]. Please reach us at [contact] so we can make this right.”
- Tripadvisor: “Hello [Name], we apologize for falling short on [issue]. We’ve raised this with [team]. If you’re open to it, contact us at [contact] so we can make it right.”
Quick Do/Don’t Checklist
- Do reply within 24 to 48 hours; don’t argue publicly
- Do acknowledge specifics; don’t copy-paste identical replies
- Do invite an offline follow-up; don’t request review removal